How to Make It Easier for Customers to Manage Their Requests

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In many organizations, customers are not only external clients but also employees who don’t have a Jira license.
While licensed users can take advantage of many queue or view configuration options, those who only use the portal have much more limited possibilities.

💭Let’s imagine a simple case when an employee submits a vacation request through the portal.

When they want to make sure whether they’ve actually submitted time off for their upcoming dream vacation, they’re faced with a wall of tickets that may lack essential information:

The key information they need to check in this case is the start date and end date of their vacation.

It would also be helpful to filter requests by vacation type or number of days taken, allowing them to easily verify how much time off they’ve already used this year, and what kind.

Such information can be easily used in My Request Extension with filters and columns that can be created from almost any field: 

💭Now let’s think about an ongoing collaboration with external clients who submit requests, report issues, or suggest improvements.
Internally, we can easily manage their submissions, but when they need to find the right ticket themselves, or, for example, when a colleague is out of the office and they need to back up their work, things may get more complicated.

A proposed way to make their work easier is to let them create custom filters with filter criteria and columns tailored to their needs:

They can also share these lists with people who are responsible for the same area:

📊 Request management is not only about easy accessibility in the customer portal. In many cases, our customers may need to use Jira data elsewhere, for example, to create an external report. In such situations, the export feature becomes a practical solution for obtaining the necessary data: 

☝️With this flexibility, both internal and external customers can easily manage their own tickets, helping reduce turnaround time and minimize unnecessary back-and-forth communication.